In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with integral engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer. This position offers exposure to a hybrid, integral Support environment and the chance to influence product and process outcomes. hybrid work model with in-office days per location Triages critical incidents and develops action plans for customer success Owns and manages multiple concurrent critical incidents Collaborates with a global team of Resolution Managers to ensure continuity Delivers internal and external communications during incident lifecycles Produces consolidated reporting for trend analysis and long-term planning Develops and delivers Post Assessment Reviews to identify improvements Escalates and manages issues as needed with internal and external parties Optimizes handovers and engineering engagements by representing the voice of the customer Works with technology partners to resolve issues and drive ecosystem improvements Provides support on weekdays and off-hours on a rotated basis 3+ years in escalation, technical support, and/or customer management in enterprise environments Advanced customer interaction skills Ability to translate customer frustration into positive outcomes Experience in field or technical support Strong organizational skills and multi-tasking under high stress Flexible hours and ability to handle high-profile customer situations Experience facilitating executive-level conference calls Bachelor of Science in Computer Information Systems or equivalent experience Account management or account executive skills for project tracking Effective verbal and written communication with customers and partners strong communication escalation management #J-18808-Ljbffr

📌 Resolution Manager (Distrito del Ensanche)
🏢 Nutanix
📍 Distrito del Ensanche